Major player in the entertainment business, creater of your hit TV shows, movies, and music, is looking for Helpdesk Support Coordinator. The Helpdesk Support Coordinator is to provide first line support services to both local and offsite customers with technical problems and requests including connectivity, access, computer hardware, operating system, and software application functions. Responsible for fielding, diagnosing, and troubleshooting customer requests and issues via the phone and e-mail. Must have strong communication and customer service skills to successfully work with a wide variety of customers to identify, troubleshoot, and resolve problems.Primary ResponsibilitiesDescription:• Provide Mac (80%), Windows(20%), Smartphones, iPads and iPhones support• Work with Service-Now ticketing system and troubleshoot hardware• Perform Tier I troubleshooting computer issues received at Help Desk via telephone, email, or voice mail)• THis position is 95% remote phone support• Manage the Service-Now ticket queue and route tickets accordingly• Directly resolve or appropriately escalate user reported problems/issues (email issues, application requests and perform break/fix or remote installations as needed.)• Take control of customer's systems remotely to analyze and correct issues• Ensure prompt, satisfactory resolution of issues• Identify problem trends and provide recommended solutions or escalate accordingly• Assist remote users with access problems including performing password administration• Helpdesk support hours are between 8:00am to 7:00pm M-F. May be required to work a variety of shifts and holidays as scheduled, generally 8 hours. The work schedule may be subject to change as needed to support operations.